ACCOUNT ROUNDING BY CSRs by Ralph Manfredi In this article, Ralph Manfredi focuses on a proven system for turning service into sales and profits. Learn how to turn every service...

E&O AND POLICY CHANGES by Mike Edwards In this document, Mike Edwards examines the E&O implications of mid-term policy changes. Edwards presents two E&O ...

IMAGING: A POWERFUL TOOL TO INCREASE PRODUCTIVITY by Sharon Cunningham Use these guidelines to implement a comprehensive imaging system. Many agencies are testing ...

MAKING A SALE VS. HAVING A CUSTOMER excerpted from an article by Stephen Anderson While you as a CSR might not be directly responsible for selling new business, you are often asked to hel...